Purpose and Scope

This policy outlines our commitment to assisting business customers experiencing financial hardship in accordance with the Telecommunications Consumer Protections (TCP) Code and ACMA requirements.

Definition of Financial Hardship

Financial hardship occurs when a customer is unable to pay their telecommunications bills due to circumstances beyond their reasonable control, including but not limited to:

  • Significant loss of revenue or customers
  • Cash flow difficulties due to economic conditions
  • Natural disasters affecting business operations
  • Major equipment failure or business interruption
  • Loss of key contracts or clients
  • Economic downturns affecting the industry sector
  • Health issues affecting business owner/key personnel
  • Other unexpected business or financial difficulties

Customer Rights

Eligible customers experiencing financial hardship have the right to:

  • Request assistance without judgment or discrimination
  • Request assistance without charge
  • Have their circumstances treated confidentially
  • Receive information about available payment options
  • Have debt recovery activities suspended during assessment
  • Appeal decisions regarding hardship assistance

Available Assistance Options

We offer flexible payment arrangements including:

  • Payment plans: Extended payment periods
  • Payment deferrals: Temporary suspension of payments (up to 3 months)
  • Bill smoothing: Spreading costs across regular instalments
  • Waiver of fees: Including late payment fees and reconnection charges where appropriate
  • Alternative payment methods: Weekly, fortnightly, or monthly options

Application Process

  • Initial contact and request should be made by contacting us.
  • Contact Information: Customers can contact us via phone, email, or in writing using the contact details on the website.
  • No documentation is required for the initial assessment
  • We will suspend any debt recovery activities until assessment is concluded

Assessment

  • We will respond to hardship requests and assess each case individually within 5 business days and the process will not be unreasonably delayed
  • We will consider the business’ capacity to pay and the circumstances affecting operations
  • In certain circumstances and in accordance with the regulations, we may request supporting documentation such as financial statements, cash flow projections, or evidence of business disruption.  Customers seeking short-term assistance or who are a victim survivor of domestic or family violence are not required to provide evidence to support their application

Approval and Implementation

  • We will provide written confirmation of approved arrangements within 5 business days, and clearly document the payment terms and conditions
  • We will regularly review the arrangement (at least every 6 months) and adjust arrangements as business circumstances change

Our Commitments

  • We will treat all business customers with respect and professionalism
  • We will not disconnect services while assessing genuine hardship cases
  • If you request, we can provide referrals to business financial counselling services where appropriate

Review and Appeals

  • Business customers can request review of decisions within 10 business days
  • Independent review available through our complaints process
  • External review available through Telecommunications Industry Ombudsman (TIO).  The details for contacting and making a complaint to the TIO are currently set out at their website – https://www.tio.com.au/complaints
  • A request for an external review or the raising of a complaint to a third party does not prevent access to the Payment Assistance process.

Eligibility Criteria

This policy applies to business customers who meet the TCP Code definition of “Consumer” businesses:

  • Businesses or non-profit organisations that do not have a genuine and reasonable opportunity to negotiate contract terms;
  • Annual spend with our company is estimated up to $40,000 per annum; and
  • Services are not acquired for resale purposes.

Policy Review

This policy is reviewed annually to ensure compliance with current regulations and best practice standards. Last updated: July 2025

This policy is intended to comply with the Telecommunications Consumer Protections Code 2018 and ACMA guidelines. For the most current version of this policy, visit our website or contact our customer service team.